Project Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee the daily management and execution of designated BPO projects.

• Engage with clients to comprehend their needs, expectations, priorities, and concerns.

• Foster and sustain professional relationships with clients.

• Identify and resolve issues impacting client satisfaction or project performance.

• Monitor project and operational key performance indicators (KPIs).

• Collaborate with Team Leads and internal teams regarding performance, quality, productivity, attendance, and service delivery issues.

• Handle operational escalations until resolution.

• Communicate project updates, challenges, risks, and action plans to leadership and clients.

• Track action items, deadlines, deliverables, and necessary follow-ups.

• Analyze performance data to identify trends, challenges, and areas for improvement.

• Support coaching, accountability, and performance enhancement initiatives.

• Ensure adherence to client processes, requirements, and expectations.

• Enhance processes, efficiency, and the overall client experience.

• Collaborate with internal stakeholders to address challenges.

• Provide insights into project health, performance, and risks.

• Take responsibility for issues and seek practical solutions.

• Report directly to the Senior Client Success Manager / Mexico Head of Operations.

⛳️ Requirements

• Must be based in Mexico.

• Previous experience in a BPO environment is crucial.

• Prior experience in managing BPO projects, programs, accounts, teams, or operational initiatives.

• Strong knowledge of KPIs, performance metrics, and operational targets.

• Experience in direct client engagement or supporting Client Success.

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and keen attention to detail.

• Proficient problem-solving and escalation management skills.

• Capability to communicate professionally and confidently with both clients and internal stakeholders.

• Experience collaborating with Team Leads, supervisors, agents, or other operational teams.

• Strong follow-through and sense of accountability.

• Ability to juggle multiple priorities while keeping projects on schedule.

• Proactive mindset with the confidence to take ownership without requiring constant guidance.

• Ability to work autonomously and effectively in a fully remote setting.

• Must have a Windows 11 PC or laptop.

• Required to have a webcam and headset.

• Must possess stable, reliable fibre internet with a wired connection.

• Backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of an English resume is mandatory.

• Completion of all hiring process stages is required.

🏝️ Benefits

• Fully remote / Work from home opportunity.

• Position as an independent contractor.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• Meaningful ownership and responsibility in your role.

• Chance to directly impact project performance and Client Success.

• A collaborative, international working environment.